Whole Foods Market in Victoria

Reminds me of a philosophy most famously opined by Richard Branson some years ago to the effect that corporations often cite customers as the most important people in their world. Yet in fact employees are - or should be - the most important people in any business. Look after them according to Branson, and they in turn will look after the customer.

One of my extended cousins in London worked as a supervisor of flight attendants at Virgin Atlantic for many years; she couldn't say enough good things about Sir Richard both as a boss and as a person.

He'd often wander around the cabin on international flights in particular and canvas the employees about what they liked about V-A, what worked for them and what did not, and apparently he had a great grasp of their personal lives and would inquire about how someone's granny was after an illness, or how Fido got on at his vet appointment. That is great leadership. Perhaps he knew a thing or two in terms of managing people that W-F might want to take under advisement....

It is very hard for employees to be respectful and courteous to customers if they are feeling downtrodden and abused by their employer.